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INDIAN INSTITUTE OF MANAGEMENT RANCHI
REQUEST FOR PROPOSAL
MANAGEMENT OF INFORMATION TECHNOLOGY
INFRASTRUCTURE AND SERVICES FOR IIM RANCHI
Tender Notice No: IIM-R-IT/1101 Dated: 21 August, 2013
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1. Schedule of events
The following is the expected timetable for the procurement process:
Event Date
Request for Proposal (RFP) Release Date 21 August, 2013
Vendor’s visit to the site for assessment of
requirements 21 to 29 August, 2013
Pre bid meeting for assessment of
requirements 30 August, 2013
Deadline for Receipt of Sealed Proposals
(Technical & Commercial) 2 September, 2013
Proposal Public Opening - Technical 3 September, 2013
Proposal Public Opening - Commercial 3 September, 2013
Evaluation Period 4 - 5 September, 2013
Anticipated Contract Award 5 September, 2013
Contact person for clarifications
Prof. Anand, Indian Institute of Management
Ranchi
Suchana Bhawan,
5th Floor, Audrey House Campus,
Meur’s Road, Ranchi – 834 008
Tel: +91 651 2280113 (Ext: 139)
Duly completed sealed proposals along with all supporting documents should reach the address given
below. Incomplete proposals shall be summarily rejected.
To, The Director
Indian Institute of Management 5th
Floor, Suchana Bhawan, Audrey House Campus
Meur’s Road Ranchi Jharkhand – 834 008.
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2. General Information
2.1 Purpose of RFP The purpose of this RFP is to solicit competitive, sealed, proposals to establish a contract for the
management of the Information Technology (IT) Infrastructure and Services for Indian Institute of
Management Ranchi.
2.2 Background Indian Institute of Management Ranchi is growing fast and hence there is an urgent need to expand
and manage the Information Technology needs of the institute at a matching pace. The current IT
infrastructure at IIM Ranchi is outlined below:
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Table 1: IT Infrastructure – Software
Sl. Description Make
No.
1 Operating System MS Windows – XP, 7, Vista, 2008, Red
Hat, Linux
2 Office Automation MS Office
3 Office Attendance System eSSL,Eviews
3 Mail Platform Google Apps , MS Exchange Server
4 Browser Mozilla Firefox, Google-Chrome, Internet –
Explorer, Mobile
Browser, Opera
5 Applications DNS, DHCP, Zentyal Proxy, SPSS, PASW
Statistics 18, PASW Text Analytics for
Surveys, Moodle, CMIE (CAPEX,
Prowess), Office Scan Antivirus, MS
Project, MS Antivirus, VTLS Virtua, RFID,
LDAP, Endian Firewall, Corel Video
Studio X4, SAS, E-Views7, Ephorus,
Cybernetyx White board, Qualtrics,
MatLab, Adobe Design Premium CS - 5.5, Minitab,
SAS
6 Databases MS SQL Server, Mysql, Oracle
7 Video Conferencing HD LCD TV/ Monitor 55”/ 138 cm size,
Multipoint Software License for 4 sites
(IP/ISDN),
HD Videoconferencing Systems (Polycom
HDX7002XL)
Table 2: IT Infrastructure –
Hardware
Sl. No. Description Quantity Make
1 Desktops (Wi-Fi Enabled) 98 C2Duo, i3, i5,
2 Laptop 17 Sony, HP
2 Servers 15 HP
3 Local Printers 23 HP, Xerox
4 Network Printers 5 HP
5 Color Printer 1 HP
6 Routers 2 Maipu
7 Switch Router 1 Cisco
8 Core Switch 1 Cisco
9 Access Switch 4 Cisco, Allied Telesis
10 Firewall 1 Check Point
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11 Switches (8 / 16 / 24) 16 D – Link
12 Wireless Access Points 33 Cisco, D – Link
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13 UPS 26 Intex
14 Online UPS 2 AVO
15 Speaker 11 Logitech, Sony
16 Projector 7 Sony, Sanyo
17 White board 2 Cybernatyx
18 Attendence System 5 eSSL, Eviews
19 EPABX 1
2.3 Method of Payment
Quarterly, at the end of the quarter
2.4 Contract Term
Annual and renewable
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3. Technical Specifications
3.1 Service Requirements at IIM Ranchi
IIM Ranchi seeks IT Support and Services which may extend to the following areas. Vendors are
advised to do a thorough assessment of these requirements by planning a pre bid visit to the client
facilities and participate in the pre bid meeting. The technical and commercial bid should be based on
assessment of client’s need in the following areas that may be assessed through the pre bid
engagements:
1. Help Desk.
2. Technical Support (User Level): on Internet , Intranet, Tele- conferencing, Video conferencing
and Web casting with subscribed Online and offline services and applications availed by IIM Ranchi.
3. Anti-virus Management.
4. Vendor Management.
5. Asset Management.
6. Mail Management.
7. Database Management and content management.
8. Data Center Management – Server.
9. Data Center Management - Network
10. Website Maintenance & Administration.
11. New Application Development
12. Application Maintenance and Support
13. Payment Gateway Support
14. Backup and Restore Service
15. Classroom Management
16. Studio Management (Video Conference Support)
17. Upgrade of IT Service and Infrastructure.
18. Processing and follow-up on IT Committee recommendation.
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19. LMS implementation and management.
20. EDRP implementation and management.
21. Wired and wireless remote management.
3.2 Scope and Deliverables for Services
The scope of work for each of the services listed in 3.1 and the respective deliverables are detailed
below:
1. Help Desk
Scope:
It will cover all the IT assets at IIM-Ranchi, as detailed in Table 1 and Table 2 in section 2.2 of this
document. The dedicated help desk personnel will handle the service calls.
Deliverables:
Log user calls at helpdesk and assign severity level to each call
Monitor user calls logged in the helpdesk tool
Track each call to resolution
Escalate calls to the appropriate vendor if required.
Generate MIS Reports.
The mentioned Help desk tool need to be deployed managed and hosted by the bidder
company. The tool should be user friendly and a report should be generated as and when
required.
2. Technical Support (User level)
Scope:
It will cover all the IT assets at IIM-Ranchi, as detailed in Table 1 and Table 2 in section 2.2 of this
document.
Deliverables:
Troubleshoot and resolve incidents related to hardware and software Troubleshoot network
connectivity issues.
Installation / re-installation/ configuration of hardware, hardware components, network
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components, peripheral devices etc.
Installation / re-installation / configuration of software, Operating systems, Applications etc.
Coordinate with the appropriate vendors if required
Application support (User level)
3. Anti-virus Management
Scope:
It will cover all the IT assets at IIM-Ranchi, as detailed in Table 1 and Table 2 in section 2.2 of this
document.
Deliverables:
Implement the anti-virus tool .
Register and update anti-virus tools periodically as per contract with anti-virus tool vendor.
Diagnose and rectify virus-related problems
Disinfect systems (remove virus, worms)
Provide feedback to IIM Ranchi on any new viruses detected.
Send virus alerts to users as and when required to prevent major virus attacks
4. Vendor Management
Scope:
It will cover the IT vendors, vendors of UPS and vendors of EPABX
Deliverables:
Maintain database of the vendors with details like contact person, Tel Nos., escalation matrix,
response time and resolution time commitments.
Log calls with vendors
Coordinate with the vendors to get the problems resolved
Escalate calls to the designated IIM Ranchi personnel, if required, within one hour from the
call log time
Analyze the performance of the different vendors vis-`a-vis their maintenance contract entered
into with IIM Ranchi
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Assist IIM Ranchi personnel to revisit the support contracts with various vendors in terms of
service level agreements to enable seamless service delivery.
5. Asset Management
Scope:
It will cover all the IT assets at IIM-Ranchi, as detailed in Table 1 and Table 2 in section 2.2 of this
document.
Deliverables:
Create hardware asset database by recording information like configuration details, serial
number, asset code, warranty and AMC.
Create software inventory with information such as license, version numbers and registration
details Record all installation of new machines, movement within site/locations, changes in
configuration of machines.
Conduct quarterly audits on software licenses through a random check on the assets for the
rightful use of the licenses on a rolling basis.
Keep track of all available licenses; register all software procured by IIM-Ranchi with
respective vendors.
Keep track of the hardware and software maintenance contracts entered into by IIM-Ranchi,
with the various vendors.
Inform IIM-Ranchi on Warranty/ AMC expiry of assets at least one month in advance and
facilitate the AMC renewal.
6. Mail Management
Scope:
It shall cover all aspects of Internet, Mail Management, and Campus Security
Deliverables:
Mail box creation, deletion, movement
Daily Log creation, deletion, maintenance and archive
Monitor network performance and ping performance on timely basis Monitor and analyse log
files.
Define the backup and restore policy.
Define Internet Security Policy.
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7. Database management & content management
Scope:
It will cover all aspects of database and content management.
Deliverables:
Proactive monitoring
DB backup and restoration with minimal downtime Housekeeping
Administration
Security management
Incident and Problem Management
8. Data Center Management – Server
Scope:
It will cover the proactive monitoring of MS Windows – XP, 7, Vista, 2008, Red Hat Linux servers at
IIM Ranchi.
Deliverables:
Normal Start-up and Shutdown.
User account creation, deletion, modification.
Apply Naming Convention, Home Directory, Group Creation as per policy User Disabling
Access rights.
Monitor Concurrent Logins / Connections.
Monitor Disk space, Processor Utilization, Network Utilization related to server Base OS
Installation.
Backup Operation and Monitoring.
Server Reinstallation and Configuration Support during Software Installation.
Define Account Policy.
Define Password length and Password Age.
Define Administrator / Supervisor Password restrictions.
Managing Disk space, processor utilization, network utilization related to server Analysis of
log files.
Backup configuration Restoration drill.
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OS hardening.
Validate the alerts for False-Positives.
Log tickets in the Service Desk system for valid alert.
8.1 Incident and Problem Management
Follow the incident management procedure for resolving the incident
Co-ordinate with vendors in case of problems arising due to hardware failures or otherwise, in
which case the involvement of the vendor or principles is required
Reinstallation of OS arising due to incidents of OS crashes or problems where a reinstallation
is required
Capture trends on the incidents / problems
Recommend possible solutions / workaround to address the probable causes of failure
8.2 System Administration Tasks
Create and manage directory structures Create and manage domains
Create and manage volumes Assign Protocol addresses
Create and manage NIS/ NFS/groups/domains etc. Manage Multiple interfaces and IP
Addresses
Manage Clusters
Manage Access rights and Folders
8.3 User Management Services
Create new users and delete existing users on request. Create and maintain users groups
Create and maintain users profiles Create login and logon scripts
Assign and maintain user access rights as per policies defined and agreed upon by IIM Ranchi
Assign and maintain space usage restriction.
Configure and maintain print servers and print queues
8.4 Release Management
Follow the Release Management Process and deploy OS patches and Security Patches
Follow a Plan, Test and Roll-out strategy as defined in the Change and Release Management
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Process. Maintain the Complete Configuration Information of the Servers
Assist IIM Ranchi in defining standard naming convention policies.
Security Administration Tasks
Monitor access and security restrictions on the Server. Restrict access to Business Applications
Harden Operating Systems as agreed upon with IIM Ranchi.
Security Audit for Un-authorized User access to the Production Systems. User Password
Control Policy.
Global Policy Deployment (if Microsoft Network and Active Directory is available) Log File
Analysis for abnormalities in Security Log
9. Data Center Management – Network
Scope:
It will cover the LAN (wired LAN and Wi-Fi) at IIM Ranchi main building and hostel areas.
Deliverables:
Manage day-to-day operations of the installed hardware and software. Monitor performance,
change and capacity.
Monitor link up/down.
Monitor router thresholds for CPU, Memory etc. Monitor Bandwidth Utilization.
Provide basic Configuration and Details of LAN Diagram LAN/TCP/IP configuration.
Link Re-routing - predefined Configure network devices.
Manage router tables and IP addresses.
Implement guidelines and policies for network usage. Handle escalated routing issues and
routing changes. Perform network integration tests.
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Troubleshoot network disruptions Perform hardware diagnostics.
Replace defective parts.
Work with service providers to implement new or upgraded data network.
10. Website maintenance and administration
Scope:
It will cover all aspects of IIM Ranchi Website.
Deliverables:
Content updating
Link updating Micro website creation.
11. New Application Development
Scope:
This would entail the development of a totally new application / module as and when required
Deliverables:
Recommend alternative solutions to IIM Ranchi for the situation at hand
Prepare and agree upon a schedule for the development and delivery of the new application /
module with the concerned IIM Ranchi personnel
Develop a prototype of the proposed solution if required and take the consent of the concerned IIM
Ranchi personnel to proceed further
Demonstrate the newly developed application / module to the concerned IIM Ranchi personnel
before integrating the solution into the production system
Follow up and rectify any issues that surface after the new application/module goes live
12. Application Maintenance and Support
Scope:
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It will cover all applications at IIM Ranchi as detailed in Table 1 in section 2.2 of this document and
any new applications added henceforth.
Deliverables:
12.1 Availability or Status Monitoring
Monitor Application availability.
Monitor availability of the services deployed in the web / application servers .
Monitor alert notifications, check for impending problems, trigger appropriate actions Monitor
client connection and transaction status .
12.2 Performance Monitoring
Monitor threshold values for key application parameters such as response time, memory usage, file
system usage.
Monitor message flows and queues
12.3 Trouble shooting and maintenance
Start-up and Shutdown of application and database instance.
Support to known errors and problems such as User creation, Password reset Start and stop
application as necessary.
All scheduled jobs such as running scripts for upload Upload changes – revised programs
Execute all regular housekeeping jobs -daily / weekly / monthly as defined by the Application
owners
Installation and Configuration
Pre-installation tasks.
Installation of application software as per the instruction guide Installation of middleware products
as per the instruction guide Un-installation.
Applying Upgrades as per the instruction guide.
12.4 Functional Support
Provide basic navigational support to users
Provide basic functional support on any user queries
12.5 User and Change Management
Create user, assign permissions as per instruction guide
Manage and update the relevant documents for changes in application or web server Raise change
requests if necessary
Others
Vendor Management
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Escalate calls as per the escalation matrix
Coordinate with escalation team to close calls Update knowledge base on closure of a call Log
calls based on the monitoring alerts
Application failover testing
13. Payment Gateway Support
Scope:
It will cover the online payment system for the various programs / events at IIM Ranchi
Deliverables:
Deploy the online payment gateway facility for various programs/events from time to time for IIM
Ranchi.
Coordinate with IIM Ranchi’s banker, Accounts Department and personnel handling the program /
event that require the online payment system to ensure smooth and satisfactory functioning of the
system.
14. Backup and Restore Service
Scope:
It will cover MS Windows – XP, 7, Vista, 2008, Red Hat Linux servers at IIM Ranchi.
Deliverables:
Perform regular backup operations as per the defined Backup plan Label media for identification
and retrieval.
To oversee proper storage and handling of tapes to prevent data loss
Conduct restoration drills on a monthly basis with backed up data to confirm data integrity.
Maintain log sheets of backups taken.
Replace tapes that reach their defined life cycle.
Depositing the backed up tapes at the identified place/ site in Ranchi and recovering it as and when
required.
Back up and restoration of data on request from IIM Ranchi.
15. Classroom Management
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Scope:
It will cover all the IT assets in all IIM Ranchi classrooms
Deliverables:
Ensure that classroom IT equipments are up and functioning before any class starts.
Troubleshoot and resolve hardware, software, network connectivity issues etc.
Ensure quick replacement of classroom IT equipment if required without any disruption to the
class in progress.
Provide assistance to instructors / participants to use their own IT equipments in the classes.
16. Studio Management (Video Conference Support)
Scope:
It will cover all the ICT equipments in the studio
Deliverables:
Ensure smooth functioning of all ICT equipments in the studio Ensure readiness for video
conferencing anytime.
Provide assistance in setting up video conferences as and when required.
Troubleshoot and resolve hardware, software, network connectivity issues etc.
Ensure quick replacement of studio ICT equipment if required to avoid disruption to any planned
VC sessions.
17. Upgrade of IT Service and Infrastructure.
Scope:
It will cover all the IT assets at IIM-Ranchi, as detailed in Table 2 in section 2.2 of this document.
Deliverables:
Prepare a list of all the upgradable equipments.
Prepare a list of their versions.
Recommend upgradation of the software or hardware.
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18. Processing and follow-up on IT Committee recommendation.
Scope:
Process the decisions taken at IT and E learning committee meeting and follow them up. Coordinate
and give update of the process.
19. LMS implementation and management.
Scope:
Learning Management System to be implemented and managed.
Deliverable:
Coordinate with vendor to develop, implement and manage the LMS at IIM Ranchi.
20. EDRP implementation and management.
Scope:
EDRP needs to be implemented selecting best Vendor for this requirement. It needs to be managed
subsequently.
Deliverable:
Coordinate with vendor to develop, implement and manage the EDRP at IIM Ranchi.
21. Wired and wireless remote management.
Scope:
Remote management should be implemented for remote locations like IIM Hostel Khelgaon and IIM
Guest House.
Deliverables:
IIM Ranchi has remote locations like IIM Hostel at Khelgaon and IIM Guest House at Kanke Road.
The successful bidder needs to monitor, manage and troubleshoot remotely the wired and wireless
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network of these locations on case to case basis.
3.3 Service Window, Service Location and Service Delivery Mode IIM Ranchi requires 24x7, end-to-end, On-Site support for all the above mentioned services. Depute
as many as no. of qualified technical resources with relevant expertise on below mentioned skills
dedicated to IIM Ranchi for the same.
The tentative requirement (to be assessed by the vendor) of on-site technical team may include:
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Help desk personnel
CCNA Network certified professional (3 Yrs. Exp.)
Server administrator –Professional certification in the area (3 Yrs. Exp.)
Hardware Engineer
System analyst
Application Development / Maintenance Engineer
Web administrator
Video conferencing / Studio administrator
IT Coordinator
The service locations include all the premises of the Indian Institute of Management, Ranchi
(inclusive of the remote locations which are an integral part of IIM Ranchi). IIM Ranchi’s current main location: Indian Institute of Management, Ranchi
Suchana Bhawan,
Audrey House Campus, Meur’s Road, Ranchi, Jharkhand
Pin – 834008
IIM Ranchi’s Current Hostel location: Khelgaon Hostel, Hotwar, Ranchi. IIM Ranchi’s Current Guest House Location: Blessington Heights, Kanke Road, Ranchi
4. Vendor Requirement
4.1. Size of the firm – Minimum 500 IT Service people firm out of which at least 400 must
be technical resources.
4.2. Expected Qualification of 400 technical resources B.E. or B. Tech/M.E. or M. Tech or
M.S. (Computer Science/ Information Technology) or Master in Computer
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Application.
4.3. Project Management Practice – ISO Certified and at least SEI Level 3 certified.
4.4. Number of year of Business – Minimum 10 years of relevant business.
5. Instructions
5.1. The submission of the proposal is entirely the responsibility of proposer, regardless of
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the conduct or outcome of the process.
5.2. The documents shall be submitted in English.
5.3. The RFP shall be valid for a period of 90 days from the closing date.
5.4. Any proposal received after due date & time will not be entertained.
5.5. The successful bidder shall be required to enter into a Service Level Agreement with
IIM Ranchi.
5.6. Earnest Money Deposit (EMD) for Rs.50,000/- (Rupees Fifty Thousand only) in the
form of demand draft favoring Indian Institute of Management Ranchi, payable at
Ranchi shall be submitted along with the proposal.
5.7. Format for Technical Proposal:-
1. Name of the Firm 2. Constitution 3. Year of establishment/registration 4. Address 5. Email 6. Phone No. 7. FAX No. 8. Key Contact person(s) 9. Office Branches (No.) with contact detail(s) 10. ISO Certification 11. PAN 12. TAN 13. P.F. Registration No. 14. Service Tax Registration No.
16. Details about EMD (interest-free refundable) of Rs. 50,000/- in the form of demand draft drawn in
favor of Indian Institute of Management Ranchi, payable at Ranchi.
Demand Draft Number Name of the issuing Bank Draft Issuing Date
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For any other information attach extra sheet.
5.8. With regard to Commercial Proposal the cost quoted for all the services should be
inclusive of all hidden costs. No payment over and above the cost quoted would be
made by IIM Ranchi except for service tax as applicable.
5.9. The Indian Institute of Management Ranchi reserves the right to accept or reject any
proposal or part thereof without assigning any reason.
5.10. Any dispute, which may necessitate legal redressal will be restricted to the jurisdiction
of the civil courts at Ranchi (Jharkhand) only.
(J. Gabriel)